Technical Support Consultant

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Quorum Software A tiempo completo

Position Overview

The Customer Success Engineer (CSE) plays a vital role in fostering strong relationships with both new and existing clients. This position involves managing the onboarding process for clients utilizing our software, delivering best practices, and providing both technical and customer support, along with user training on the application. Quorum Software is renowned for its high-quality customer support, making this role essential for maintaining our reputation. The ideal candidate should possess technical proficiency, outstanding communication abilities, project management experience, and a solid understanding of the upstream oil and gas sector. The CSE is tasked with client consulting, implementing new customer solutions, managing projects, troubleshooting technical issues, supporting customers, and training new users.

The Customer Success Engineer, Level I serves as the first point of contact for software support for clients using On Demand Accounting (OGsys on Demand) at Quorum Software.

Key Responsibilities

  • Facilitates the onboarding of existing clients transitioning to OGsys On Demand from our previous product, OGSQL, as well as new OGsys clients.
  • Manages initial case intake via phone and email communications.
  • Provides first-level triage support for OGsys on Demand clients, addressing basic inquiries and assisting clients in navigating the system.
  • Engages with customers to deliver and process information in response to inquiries, concerns, and requests regarding products and services.
  • Escalates more complex inquiries to tier 3 Support as necessary.
  • Alerts Support Leadership to potential client issues early to ensure timely resolution.
  • Maintains comprehensive client records in Salesforce, documenting all interactions including calls and emails.
  • Develops and updates OGsys product documentation and online training resources.
  • Conducts entry-level Quality Assurance testing for OGsys on Demand software development.
  • Creates and maintains Standard Operating Procedures (SOP) for troubleshooting technical issues.
  • Participates in training sessions focused on oil & gas accounting.
  • Actively seeks opportunities to enhance personal knowledge of OGsys applications.
  • Remains informed about system updates, changes, and enhancements.
  • Performs additional duties as assigned.

Qualifications

  • A Bachelor's degree in Accounting or Finance from an accredited institution, or a minimum of 2 years of relevant industry experience.
  • Proficient in personal computer applications including Salesforce, email, record keeping, database management, word processing, and spreadsheets.
  • Ability to read, analyze, and interpret business publications, professional journals, technical procedures, or governmental regulations. Capable of writing reports, business correspondence, and procedural manuals. Proficient in presenting information and responding to inquiries from various stakeholders.
  • Competent in performing calculations involving discounts, interest, commissions, proportions, percentages, and basic algebra and geometry.
  • Skilled in problem-solving, data collection, fact establishment, and drawing valid conclusions. Capable of interpreting a variety of technical instructions in mathematical or diagrammatic form.
  • Fluent in English, both written and verbal.

Preferred Qualifications

  • Strong understanding of oil and gas accounting principles is preferred.
  • Experience with OGsys is advantageous.

Additional Information

  • Background Check: The selected candidate will be required to complete a series of clearances including Criminal History Check, Education Verification, Employment Verification, Driver's License Verification, and Passport/ID validation.
  • Visa Sponsorship: Employment eligibility to work with Quorum Software in Colombia is required, as the company will not provide visa sponsorship for this position. The successful candidate must ensure they maintain and renew any necessary visas or permits for employment eligibility.
  • Professional Registration: If applicable, the successful candidate will need to present their professional registration information if the role is subject to regulation.
  • Medical Examination: The successful candidate will undergo a medical examination prior to starting employment, in accordance with local legislation.

Application Instructions

Please submit your CV/Resumé in English. Only applications received in English will be considered.

About Quorum Software
Quorum Software connects people and information across the energy value chain. For over two decades, we have developed software solutions for various roles within the energy sector, helping thousands of professionals optimize their workflows for profitability and growth. Our vision is to connect the global energy ecosystem through innovative cloud-based software, data standards, and integration. As a trusted source of decision-ready data for numerous companies, Quorum Software is dedicated to enhancing collaboration within the energy industry. For more information, please visit our website.

Diversity Commitment : At Quorum, we are dedicated to promoting a culture of diversity, equity, and inclusion. We strive to create an environment where a diverse group of talented individuals can thrive, contribute, and excel. Our commitment to equality encompasses all aspects of diversity, including race, gender, sexual orientation, religion, ethnicity, and national origin. We have established a DEI committee focused on Culture, Advocacy, and Talent, and provide company-wide training on Unconscious Bias and more.

Quorum Business Solutions and Quorum Software are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by law.

Accommodation Notice : Applicants requiring reasonable accommodation during the application and/or interview process should inform a member of the Human Resources Department.

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